Service Level Agreement (SLA)

Last updated: October 2026

This Service Level Agreement (hereinafter, the "SLA") establishes the availability commitments, technical support standards, and response times assumed by BiG Technology (hereinafter, the "Provider") regarding the software-as-a-service (SaaS) platform BiG Control (available at https://bigcontrolhn.com, in favor of active clients with current subscription plans.

This SLA defines the quality and operational performance standards under which the BiG Control service is delivered. This agreement complements the general Terms and Conditions of the platform and applies exclusively to users who are up to date with their subscription payments.

• Availability Commitment: The Provider will make its best technical efforts to ensure that the BiG Control platform maintains an operational availability of 99.0% on a monthly computation basis, excluding scheduled maintenance windows.
• Availability Calculation: Availability is calculated by subtracting the total non-scheduled downtime hours directly attributable to the Provider's infrastructure from the total hours in a month.

To ensure the security, optimization, and continuous improvement of the software, BiG Technology may perform scheduled infrastructure maintenance.

• The Provider will endeavor to perform such tasks during periods of lower traffic or operational impact (preferably during night hours or weekends).
• Whenever possible, users will be notified in advance through the platform's digital channels. Interruptions resulting from scheduled maintenance shall not be considered downtime for availability calculation purposes.

Operational technical support shall be handled exclusively through the contact channels and support services established on our official website https://bigtechnologyhn.com/.

Reported incidents will be classified and addressed according to the following severity levels:

Severity LevelImpact DescriptionInitial Response TimeCritical (Level 1)Total platform outage, generalized inability to access or process transactions for the Client.Less than 4 business hours.Moderate (Level 2)Partial failures in specific modules, reporting errors, or intermittencies allowing alternative operations.Less than 12 business hours.Low (Level 3)General usage inquiries, operational questions, feature requests, or cosmetic interface reports.Less than 24 to 48 business hours.

(Note: Response times refer to acknowledgment of receipt, technical diagnosis, and initiation of mitigation by the BiG Technology team).

Compliance with this SLA does not apply to nor cover interruptions or failures derived from:

• Failures in the Client's internet connectivity, local network, electrical power supply, or telecommunications provider.
• Failures, malfunctions, or incompatibility of the Client's local devices (computers, tablets, receipt printers, barcode scanners, outdated web browsers).
• Misuse of the platform, breach of the Terms and Conditions, or unauthorized tampering by the Client's personnel.
• Force majeure or fortuitous events (natural disasters, national network outages, external mass cyberattacks, or failures of global cloud infrastructure providers).

BiG Technology reserves the right to modify or update this Service Level Agreement at any time to adapt to new technological enhancements or operational requirements. Modifications shall be effective upon public publication on the official website.

Any request related to this Service Level Agreement, incident reporting, or technical management is handled exclusively through our official website: https://bigtechnologyhn.com/.